Senior Customer Success Manager

Job Description

Simpplr is seeking a Senior Customer Success Manager to ensure customer success and satisfaction. The candidate will develop strong relationships with SMB and Commercial clients, understand their needs, and provide strategic guidance. This role is crucial for driving customer retention and growth.Simpplr operates with a Hub-Hybrid-Remote model, offering flexible work arrangements.Responsibilities:

• Build and maintain strong relationships with key clients.
• Proactively engage with clients to understand their business objectives.
• Act as the primary point of contact for escalations and issue resolution.
• Develop and implement strategic account plans.
• Identify opportunities for upselling and cross-selling.
• Assess the health of client accounts by tracking product adoption.
• Identify potential risks to customer satisfaction and retention.
• Champion the voice of the customer within the organization.
• Track and analyze key performance metrics.
• Provide guidance and mentorship to junior team members.

Requirements:

• Bachelor's degree in Business Administration, Marketing, or a related field (Master's preferred).
• 5+ years of experience in a customer success or account management role in a B2B SaaS environment.
• Demonstrated track record of managing complex client relationships.
• Strong analytical skills.
• Excellent communication and presentation skills.
• Strategic thinker with a proactive approach to problem-solving.
• Team player with strong leadership abilities.

Simpplr offers:

• Competitive salary and performance-based incentives.
• Comprehensive health benefits package.
• Flexible work arrangements, including remote options.
• Opportunities for professional development and career growth.
• Dynamic and collaborative work environment.